Opportunities and Challenges for Student and Alumni Services
Artificial Intelligence (AI) is increasingly shaping educational innovations. The challenge for the Higher Education sector lies in balancing these innovations with professional working relationships. As I prepare to speak at the upcoming European Association of International Education (EAIE) conference, I reflect on the importance of authenticity in AI applications within student and alumni services, particularly when supporting international students.
The Ethical Landscape of AI in Education
AI’s potential to enhance student services is clear. Efficiency, scalability, and personalised support are some of the advantages. However, these benefits come with significant ethical considerations. We must maintain the integrity, transparency and student well-being that form the core of our educational values. The integration of AI raises questions about preserving the authenticity of student interactions.
When we consider the widespread adoption of AI, it’s important to remember that technology is not a replacement for the values that guide our work. AI must be integrated thoughtfully, ensuring that it enhances rather than diminishes the authentic relationships central to effective student and alumni services. This perspective aligns with the principles advocated by Laszlo Bock, former Senior Vice President of People Operations at Google, who emphasised the importance of fostering a values-led culture within organisations.
Authenticity: The Cornerstone of Impactful Relationships
In my session at #EAIE2024, I will discuss how AI can enhance student services without compromising the authenticity of student relationships. Authenticity in this context refers to the genuine connection between educators, support staff and students. AI should support these connections rather than replace them.
Personalisation through AI offers tailored experiences for students, allowing services to be more responsive to individual needs. However, there is a risk that AI-driven interactions could become overly transactional, eroding the trust and sense of connectedness vital in educational settings. AI should act as a facilitator, enhancing the human elements of education rather than replacing them.
AI as a facilitative tool rather than a human replacement resonates with Bock's emphasis on creating environments where people feel respected and valued. In his work at Google, Bock argued that organisations should strive to build cultures that prioritise authenticity and values, particularly when introducing new technologies. This philosophy is highly relevant to the integration of AI in student services. It’s about ensuring that AI tools are used to deepen the connection between students and educators, not to distance them.
Building a Values-Led Culture in Education
Developing a values-led culture is not just about setting ethical guidelines; it’s about embedding those values into every aspect of our work. In the context of AI, this means ensuring that the technology we use aligns with our core values of integrity, transparency and student well-being. When implementing AI-driven solutions in student services, we must ask ourselves whether this technology genuinely supports our students and whether it aligns with our commitment to fostering a supportive and inclusive environment. By reflecting on these questions, we can ensure that our use of AI strengthens our values.
A values-led approach involves engaging students in the development and implementation of AI tools. Involving them in this process creates technologies that are effective and resonate with the needs and experiences of the students themselves. This participatory approach helps to maintain the authenticity of student interactions even as we embrace new technological possibilities.
Leveraging AI to Support International Students in Their Cultural and Educational Transition
International students often face unique challenges as they navigate the cultural and educational landscapes of their host countries. AI can play a transformative role in supporting international students through these transitions by offering tools that help mitigate cultural shock and enhance their educational experiences.
Cultural shock is a common experience for international students as they encounter unfamiliar customs, social norms and communication styles. AI can provide tailored support that helps students acclimate to their new environment more smoothly. For example, AI-driven platforms can offer real-time language translation services, helping students overcome language barriers that might otherwise hinder their ability to participate fully in academic and social activities.
AI can also create personalised cultural orientation programmes. These programmes can be tailored to individual students’ backgrounds by offering information and guidance specific to their needs. For instance, an AI-driven app could provide daily tips on navigating cultural differences, suggest relevant social events and connect students with local resources that can help them feel more at home. AI can help ease the cultural transition by offering this type of personalised support, reducing the feelings of isolation and confusion that often accompany cultural shock.
The educational systems in different countries can vary significantly and international students may struggle to adapt to new academic expectations and teaching styles. AI can help bridge these gaps by offering personalised learning support that is sensitive to the diverse educational backgrounds of international students. AI-driven tutoring systems can assess a student’s prior knowledge and provide customised learning pathways that align with their existing skills while helping them acquire the new ones needed for success in their new academic environment.
AI can facilitate more effective communication between students and educators by identifying and addressing potential misunderstandings that arise from cultural differences. AI tools can be used to analyse student-teacher interactions and provide feedback to educators on how to better engage with students from different cultural backgrounds. This can lead to more inclusive teaching practices, ensuring that international students are fully supported in relation to their course or pathway.
Case Studies: AI in Action
Drawing from my experience, I will share examples of how AI has been effectively integrated into student services and support. These examples will highlight both the potential and pitfalls of AI in enhancing employability outcomes for students. For instance, AI can provide personalised career advice by offering tailored guidance that reflects the unique cultural shocks faced by students, especially those from different cultural contexts.
The success of these initiatives hinges on how well they align with our core values. When AI is used thoughtfully with a clear focus on authenticity and student well-being, it can be a powerful tool for enhancing educational outcomes. However, if these considerations are overlooked, there is a risk that AI could become a barrier to the connections it is meant to support.
Engaging Students in AI Development
An essential aspect of implementing AI in education is student involvement. Engaging students in the development and refinement of AI tools ensures that these technologies genuinely meet their needs. This participatory approach enhances the effectiveness of AI applications and fosters a sense of ownership among students, reinforcing the authenticity of their educational experience.
Student engagement is also a key element of building a values-led culture. When students are actively involved in shaping the tools they use, they are more likely to feel connected to the technology and the broader educational community. This sense of connectedness is crucial for maintaining the authenticity of student interactions in an increasingly digital world.
Conclusion: AI and the Future of Student Services
As our understanding of AI's evolving role in education develops, the focus must remain on preserving the values that underpin our institutions. AI can be a powerful tool for enhancing student services, but its success depends on our ability to integrate it in ways that uphold authenticity and human connection.
The future of AI in education will be shaped not just by technological advances but by our commitment to using these tools ethically and authentically. As I prepare for my session at EAIE, I am reminded of the importance of continuous learning and adaptation, qualities that will serve us well moving forward.
Laszlo Bock’s work shows that the most successful organisations are those that stay true to their values even as they embrace new technologies. In the context of education, this means ensuring that our use of AI supports the authentic, values-driven relationships that are at the heart of effective student and alumni services. By keeping this focus, we can ensure that AI enhances our work and strengthens the connections that make education truly impactful.
Dave Mather is the Associate Head of School (Students) for the School of Education, Languages and Linguistics, University of Portsmouth.